Complaints Procedure

At Drivers & Norris – Islington Office (Company No. 00696136) and Reliable Homes Ltd t/a Drivers & Norris – Finchley Office (Company No. 08367987), we are committed to providing a professional, transparent and high standard of service to all our clients and customers.

However, we recognise that occasionally things may not go as expected. When this happens, we welcome the opportunity to put matters right and improve our service.

If you wish to make a complaint, please do so in writing, providing as much detail as possible. This will help us to fully understand your concerns and carry out a thorough investigation.

If we have not addressed your complaint within eight weeks, you may be entitled to refer the matter to The Property Ombudsman without waiting for our final viewpoint letter.

What Happens Next?

1. Acknowledgement

We will acknowledge receipt of your complaint in writing within three working days of receiving it. A copy of this Complaints Procedure will be provided at that time.

2. Investigation

Your complaint will be investigated thoroughly. This will normally be handled by the relevant Office Manager, who will:

• Review your file and correspondence

• Speak with the member of staff involved

• Consider all relevant documentation

We will provide you with a formal written response within 15 working days of sending our acknowledgement letter, outlining the outcome of our investigation.

3. Final Review

If you are still not satisfied following our final response, you may refer your complaint to:

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk

Please note:

• You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

• The Property Ombudsman requires that you complete our in-house complaints procedure before they will consider your complaint.